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Elderly customers' reactions to service failures: the role of future time perspective, wisdom and emotional intelligence
Publikationstyp
Journal Article
Date Issued
2021-03-19
Sprache
English
TORE-URI
Volume
35
Issue
1
Start Page
65
End Page
77
Citation
Journal of Services Marketing 35 (1): 65-77 (2021-03-19)
Publisher DOI
Scopus ID
Publisher
Emerald
Purpose
Considering the scant scholarly research on elderly customers’ behaviors, this study aims to investigate elderly customers’ reactions to service failure. Additionally, it takes into account customers’ emotions and abilities to cope with stressful situations and achieve successful problem-solving complaining. In particular, future time perspective, wisdom and emotional intelligence were examined to delineate their impacts on the elderly’s responses to service failures.
Design/methodology/approach
Data were collected in a French city through mall-intercept interviewing. In total, 240 respondents participated, based on their retrospective service failure experience. PLS-SEM was used to analyze the data.
Findings
Both wisdom and emotional intelligence were found to directly and positively impact problem-solving complaining. Future time perspective, however, only had an indirect effect on problem-solving complaining through wisdom and emotional intelligence.
Originality/value
To the best of the authors’ knowledge, this is the first study to shed some light on how elderly customers constructively react to service failures. To this end, it uses future time perspective, wisdom and emotional intelligence, as well as their interrelationships, to explain elderly customers’ problem-solving complaining.
Considering the scant scholarly research on elderly customers’ behaviors, this study aims to investigate elderly customers’ reactions to service failure. Additionally, it takes into account customers’ emotions and abilities to cope with stressful situations and achieve successful problem-solving complaining. In particular, future time perspective, wisdom and emotional intelligence were examined to delineate their impacts on the elderly’s responses to service failures.
Design/methodology/approach
Data were collected in a French city through mall-intercept interviewing. In total, 240 respondents participated, based on their retrospective service failure experience. PLS-SEM was used to analyze the data.
Findings
Both wisdom and emotional intelligence were found to directly and positively impact problem-solving complaining. Future time perspective, however, only had an indirect effect on problem-solving complaining through wisdom and emotional intelligence.
Originality/value
To the best of the authors’ knowledge, this is the first study to shed some light on how elderly customers constructively react to service failures. To this end, it uses future time perspective, wisdom and emotional intelligence, as well as their interrelationships, to explain elderly customers’ problem-solving complaining.
Subjects
Elderly customers
Service failures
Future time perspective
Wisdom
Emotional intelligence
Problem-solving complaining
Emotion
Customer service
Complaints
Service recovery
Quantitative research
SmartPLS
DDC Class
000: Allgemeines, Wissenschaft